Key Responsibilities :

Client Retention & Revenue Protection

- Own client retention outcomes and renewal success.
- Identify and mitigate churn risks early.
- Protect recurring revenue and long-term account value.

Strategic Client Relationship Management

- Build trusted partnerships with executive and operational stakeholders.
- Understand client business goals, industry trends, and strategic priorities.
- Maintain strong stakeholder engagement across the client organization.

Client Value Realization

- Ensure clients achieve desired business outcomes from ADP solutions.
- Drive adoption, optimization, and effective use of products and services.
- Position ADP as a strategic partner rather than a service provider.

Service Governance & Escalation Management

- Lead service reviews and performance discussions.
- Manage critical client issues and escalations to resolution.
- Drive service improvement plans and accountability across stakeholders.

Growth & Expansion

- Identify upsell, cross-sell, and expansion opportunities.
- Align ADP solutions with evolving client business needs.
- Partner with Sales and internal teams to support revenue growth.

Continuous Improvement & Client Advocacy

- Recommend improvements to client processes and ADP service delivery.
- Advocate for client needs within ADP.
- Drive initiatives that improve efficiency, satisfaction, and business outcomes.

Success Measures





Success in this role is measured through:

- Client retention and renewal rates
- Revenue retention and account growth
- Client satisfaction NPS
- Reduction in churn risk and escalations
- Product adoption and value realization
- Generation of qualified upsell and cross-sell opportunities
- Service quality and SLA performance
- Development of referenceable and advocacy-level clients
- Delivery of measurable improvement initiatives for both ADP and clients

Experience:

• Minimum 5 years of experience in client success, relationship management, or a

related operational role

• Demonstrated track record of building strong client relationships and driving

retention across medium to large organizations

• Exceptional communication, interpersonal, and presentation skills

• Robust time management and organizational skills

• Strong negotiation and influencing skills

• Proven ability to think creatively and identify practical opportunities to

strengthen client relationships and improve profitability

• Strong analytical, problem-solving, reporting, and metric-driven decision-making

capability

• Knowledge of Payroll, Time and Attendance, and HCM industry practices preferred

Certifications /Qualifications:

• Relevant tertiary qualification in a business/Technology/Marketing/Human

Resources/Finance

📌 Client Success Manager (Secunderabad)
🏢 ADP Private
📍 Secunderabad